Soul Sticks Palo Santo Aztec Incense

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at jacquie@jacquelineschoice.com.au

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at jacquie@jacquelineschoice.com.au

Warranty for products sold

1. All products sold come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.
2. In addition to a customer’s rights under the Australian Consumer Law, Jacqueline's Choice offers a Manufactures 12-month warranty on products sold by Jacqueline's Choice which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
3. 1. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
   2. in relation to accessories or bonus gifts (as noted as such in a product listing); or
   3. if the fault or damage is due to:
      1. normal wear and tear
      2. damage arising from improper assembly or modification of the product;
      3. damage arising from abnormal use or abuse of the product;
      4. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
      5. damage to external product packaging only.
4. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
   1. send missing parts (if applicable);
   2. suggest a method of self-repair (if applicable).
   3. replace the product (subject to availability);
   4. offer an alternative product; or
   5. offer a partial or full credit voucher or refund.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at jacquie@jacquelineschoice.com.au